IT Support Engineer | R3

IT Support Engineer

  • London
  • Business Services
  • Full-time
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Our Desktop team is expanding as R3 continues to grow. The successful candidate must be a technical expert in Microsoft technologies including M365 and Azure, encompassing AAD and Intune. As well as having crucial hands-on experience using Jamf MDM, Jira, Confluence, AWS, and GCP. The candidate should be willing to develop their skills further to support our demanding internal userbase.

Responsibilities

  • Working within the Desktop Support team to provide top-class technical expertise to 400+ users spread across 13 locations. (London/India/NYC/Brazil/Singapore/Ireland/Germany/Australia/Taiwan/Hong Kong/San Francisco/Canada and various US States)
  • Point of escalation for user support requests received via Jira Service Desk, meeting SLA timings and driving resolution in accordance with well-established policies and procedures.
  • Roll out and maintenance of hardware and peripherals, including laptops, phones, and printers.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, hardware, and applications.
  • Carry out daily meeting room checks, liaising with 3rd party vendors to report faults and repairs.
  • Provide remote/onsite support to all users including at R3 events, both internal and external.
  • Liaise with 3rd party vendors for new hardware, renewals, and quotations, working with our Procurement Manager.
  • Hands-on knowledge of the procedures used in the installation, modification maintenance, and repair of IT hardware and software.
  • Onboarding/Offboarding of users -This includes building/configuration of user laptops, monitors, etc.

Required Skills/Experience

  • Good understanding of all operating systems. Windows, macOS, Android, iOS, and Linux distributions
  • Expert and a thorough understanding of M365 and Azure AD administration and configuration.
  • Hands-on experience using MDM technologies including Intune and Jamf
  • Minimum 2-3 years experience in a similar environment
  • Experience with services and technologies including but not limited to Egnyte, Cisco Webex, Teams, SharePoint, OneDrive, Zoom, Papercut, Jira, Confluence, Adobe, and TeamViewer.
  • Network configuration and understanding of relevant technologies including DNS, DHCP, firewalls, and switches.
  • Good communication and excellent organization skills.
  • Ability to quickly establish strong working relationships across all levels of seniority and manage user expectations.
  • Excellent problem-solving skills and someone who has the ability to use their own initiative, which at times may include conducting research into a wide range of issues.
  • Passion using and learning about new technologies.
  • Enthusiasm for continual learning and improvement
  • Ability to effectively prioritize and execute tasks

Qualifications

  • Microsoft 365 exams or equivalent (desirable)
  • Microsoft Azure exams or equivalent (desirable)
  • ITIL v3/4 Foundation
  • Cisco CCNA or equivalent (desirable)

At R3, we encourage a diverse and inclusive workforce. If you don’t meet all of the above criteria, but you think you’d be a great addition to R3, send us your CV. We’re always interested in meeting collaborative people who are excited to work with us.

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